Workforce Planning Consultant

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

Job Summary

The Workforce Planning Consultant is responsible for Client Care strategy and operations. This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The Consultant establishes, implements, and continuously improves procedures or workflow processes to increase operational effectiveness and coordinates operational activities with other areas of the business.

All roles require digital fluency, including the ability to effectively leverage AI-powered tools and emerging technologies, such as Generative AI and AI agents, to enhance productivity, decision-making, and everyday work.

Key Responsibilities:

• Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
• Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
• Forecast long term and short-term contact volume and staffing
• Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
• Provide schedule recommendations for new hire training classes and optimized off-phone activities
• Establish and maintain relationships with a broad base of stakeholders (e.g., Command Center, Leadership, Executives)
• Lead meetings with Operations Teams to align and review performance and planning
• Review requirements for new tools
• Work with other WFM team members to balance workload and ensure deliverables are met
• Perform ad-hoc WFM duties as assigned

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.
• 5 or more years of Contact Center Real time operations, Workforce planning and Scheduling experience
• 3 or more years of end-to-end Forecasting and Capacity Planning experience (long term forecasting, short term forecasting and staffing)
• Expert in analyzing performance data and generating actionable insights
• Ability to manage stakeholder engagement and relationship
• Organize and well positioned to leading operational meetings and planning sessions
• Experience in reviewing and implementing new tools and technologies
• Ability to balance workload and ensuring deliverables within a team environment while continuously reviewing processes and optimizing to increase efficiency
• Proficiency in Microsoft Office functions, specifically Excel and AI tools such as but not limited to Co-pilot, Chat GPT and Claude

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
• Excellent verbal and written communication skills are essential
• Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommended
• Basic knowledge of operational tactical and strategic techniques used to drive overall service levels across multiple sites
• Recommended knowledge/experience with Genesys software, Fair Isaacs Falcon, and Adeptra

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.